Elevating the customer experience

As a retail operator, you want customers to tell you first about any problems and give you the opportunity to address any issues, before posting negative reviews on Twitter, Yelp, Trip Advisor, or any other social media or blog site. To do so you need to provide a closed, simple and quick in-the-moment feedback channel for customers to report problems and then alert designated staff immediately so they can take actions to address customer concerns and turn a poor experience into a positive outcome.

It is equally important to inspect all retail units on a regular basis to ensure they are operating in terms of contractual requirements and that staff are complying with standards and procedures. This can be done using a mystery shopping program or an inspector-based monitoring process to obtain in-depth feedback about unit performance relating to staff, service, products, cleanliness, and other key factors.